Job Description
Join the award-winning Grand Plaza Hotel in the heart of Los Angeles as we seek a dynamic Guest Services Manager to elevate our guest experience. This pivotal role leads our front desk operations, ensuring seamless check-ins, personalized service, and exceptional problem-solving for our discerning clientele. You'll mentor a team of hospitality professionals while driving operational excellence and guest satisfaction metrics. Our luxury hotel offers competitive benefits, career growth opportunities, and a vibrant downtown location.
Responsibilities
- Oversee front desk operations including check-in/check-out processes and room assignments
- Train and supervise 10+ guest service representatives on service standards
- Resolve guest complaints with empathy and efficiency to maintain high satisfaction scores
- Coordinate with housekeeping, maintenance, and food & beverage departments
- Implement revenue management strategies for room upgrades and ancillary services
- Conduct daily staff briefings and performance evaluations
- Manage inventory of guest amenities and front desk supplies
Qualifications
- 5+ years in hotel front desk management with luxury property experience
- Proven track record in exceeding guest satisfaction targets (NPS >90)
- Expertise in Opera/PMS property management systems
- Strong conflict resolution and multitasking abilities
- Valid California Food Handler's Certificate (or ability to obtain within 30 days)
- Bachelor's degree in Hospitality Management or equivalent experience
- Fluency in English; Spanish proficiency highly valued